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Data Fields - User Documentation


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Data Fields

Overview

The Omni Intelligence (OI) online platform has many fields available to be reported or displayed for Realtime Analytics, Historical Reports and Monitoring & Performance Testing (MPT). This is a complete listing of all the metrics which are supported.

Realtime Analytics Data Fields

AttributeDescription
Interactions WaitingCurrent number of Interactions Waiting to be Answered
Queue NameThe name of the Queue
Longest Waiting Time, secThe longest wait time for an Interaction to be Answered today, in seconds
Average Waiting Time, secThe mean wait time for an Interaction to be Answered today, in seconds
Estimated Wait Time, secThe predicted amount of time an Interaction has to wait in queue before being answered, in seconds
Calls Abandoned Per HourHourly average of Calls today in which the customer disconnected before connecting with an agent
Calls Received Per HourHourly average of Calls Received today
Calls Answered Per HourHourly average of Calls Answered by an agent today
Total Calls AbandonedTotal number of Calls today in which the customer disconnected before connecting with an agent
Total Calls ReceivedTotal number of Calls Received today
Total Calls AnsweredTotal number of Calls Answered by an agent today
Total Chats ReceivedTotal number of Chats Received today
Total Chats AnsweredTotal number of Chats Answered by an agent today
Total Emails ReceivedTotal number of Emails Received today
Total Emails AnsweredTotal number of Emails Answered by an agent today
Total Callbacks ReceivedTotal number of Callbacks Received today
Total Callbacks AnsweredTotal number of Callbacks Answered by an agent today
Agents AssignedCurrent number of Agents on Assigned Interactions
Agents Available (Presence)Current number of Agents online and available for Interactions
Agents Away (Presence)Current number of Agents away due to inactivity
Agents Busy (Presence)Current number of Agents busy and cannot take Interactions
Agents On-QueueCurrent number of Agents logged in and ready to accept routed (ACD) interactions for a specific queue
Agents Off-QueueCurrent number of Agents logged in but are Off Queue for a specific queue
Agents On Activity (Presence)Current number of agents online and active
Agents Offline (Presence)Current number of Agents not logged in and Unavailable for Interactions
Agents On InteractionCurrent number of agents taking Interactions
Agents IdleCurrent number of agents who are On Queue and able to take interactions, but are not working on Interactions
Agents Not ReadyCurrent number of agents online but not ready to accept Interactions
Agents Logged OnCurrent Number of Agents Logged onto the system
Total Calls Answered In ThresholdTotal Number of Calls today within threshold in which the customer disconnected before connecting with an agent
Total Calls Abandoned Above ThresholdTotal Number of Calls today exceeding threshold in which the customer disconnected before connecting with an agent
Calls Abandoned, %% of Calls today in which the customer disconnected before connecting with an agent
Calls Abandoned Above Threshold, %% of Calls today exceeding threshold in which the customer disconnected before connecting with an agent
Total Calls OverflowTotal Number of calls transferred from this queue to another queue today
Total Calls InterflowTotal Number of calls transferred to this queue from another queue today
Total Calls Flow outTotal Number of Calls today in which the customer enters and leaves queue without getting answered by an agent and without getting disconnected
Callbacks WaitingCurrent number of Callbacks Waiting to be Answered
Service Level Calls, %Percent of calls which meet the contact center's service level target, as calculated by OI
Service Level Calls (PureCloud), %Percent of calls which meet the contact center's service level target, as calcuated by PureCloud
Service Level Emails (PureCloud), %Percent of emails which meet the contact center's service level target
Service Level Chats (PureCloud), %Percent of chats which meet the contact center's service level target
Service Level Callback (PureCloud), %Percent of callbacks which meet the contact center's service level target
Service Level Target Calls (PureCloud), %Target Percent of calls to meet the contact center's service level
Service Level Target Emails (PureCloud), %Target Percent of emails to meet the contact center's service level
Service Level Target Chats (PureCloud), %Target Percent of chats to meet the contact center's service level
Service Level Target Callback (PureCloud), %Target Percent of callbacks to meet the contact center's service level
Campaigns RunningTotal number of currently running Campaigns
Campaign Abandon RateRate at which calls are hung up on during a Campaign
Campaign Adjusted Calls Per AgentCalls per agent, adjusted by pace
Campaign Dialing ModeThe strategy the Campaign will use for dialling
Campaign Idle AgentsNumber of available campaign agents not currently being utilized
Campaign Outstanding CallsNumber of campaign calls currently ongoing
Campaign Percent CompletePercentage of contacts processed during the campaign
Campaign Success RateRatio of the campaign's successful connects to attempts

Historical Data Fields for Reporting

Queues Report

Call Fields

FieldDescription
Avg Abandoned Time (Call)Average time in reporting period in which the customer disconnected before connecting with an agent
Avg After Interaction Work Time (Call)Average time agents spent in After Interaction Work for calls during reporting period
Avg Handle Time (Call)Average time agents spent handling calls during reporting period
Avg Queue Wait Time (Call)Average wait time in reporting period for a call to be On Queue
Avg Talk Time (Call)Average time spent interacting in a call during reporting period
Avg Wait (Call)Average wait time in reporting period until a call is answered
Interactions over SLA (Call)Number of calls during reporting period which were over Service-Level Agreement (SLA)
Interactions Transferred (Call)Number of calls during reporting period which were transferred
Longest Abandon Time (Call)Longest time in reporting period in which the customer disconnected before connecting with an agent
Longest Wait Time (Call)Longest wait time in reporting period until a call is answered
Percent Interactions Abandoned (Call)Percent of calls in reporting period in which the customer disconnected before connecting with an agent
Percent Interactions Answered (Call)Percent of Calls in reporting period which were answered
Queue Wait Time (Call)Total wait time in reporting period that a call is On Queue
Service Level, % (Call)Percent of calls which meet the contact center's service level target
Total Abandon Time (Call)Total time in reporting period in which the customer disconnected before connecting with an agent
Total After Interaction Work Time (Call)Total time agents spent in After Interaction Work for calls during reporting period
Total Handle Time (Call)Total time agents spent handling calls during reporting period
Total Interactions Abandoned (Call)Total number of Calls in reporting period in which the customer disconnected before connecting with an agent
Total Interactions Answered (Call)Total number of Calls in reporting period which were Answered
Total Interactions Received (Call)Total number of Calls Received in reporting period
Total Outbound (Call)Total number of Outbound Calls made during reporting period
Total Talk Complete (Call)Total number of completed calls during reporting period
Total Talk Time (Call)Total time spent interacting in a call during reporting period
Total Wait (Call)Total wait time until a call is answered during reporting period

Email Fields

FieldDescription
Avg Abandon Time (Email)Average time in reporting period in which the customer abandoned an email
Avg After Interaction Work Time (Email)Average time agents spent in After Interaction Work for emails during reporting period
Avg Handle Time (Email)Average time agents spent handling emails during reporting period
Avg Queue Wait Time (Email)Average wait time in reporting period for an email to be On Queue
Avg Talk Time (Email)Average time spent interacting in an email during reporting period
Interactions over SLA (Email)Number of emails during reporting period which were over Service-Level Agreement (SLA)
Queue Wait Time (Email)Total wait time in reporting period that an email is On Queue
Service Level, % (Email)Percent of emails which meet the contact center's service level target
Total After Interaction Work time (Email)Total time agents spent in After Interaction Work for emails during reporting period
Total Handle Time (Email)Total time agents spent handling emails during reporting period
Total Interactions Abandoned (Email)Total Emails in reporting period which were abandoned
Total Interactions Answered (Email)Total Emails in reporting period which were answered
Total Interactions Received (Email)Total Emails received in reporting period
Total Outbound (Email)Total number of Outbound Emails made during reporting period
Total Talk Complete (Email)Total number of completed email chains during reporting period
Total Talk Time (Email)Total time spent interacting in an email during reporting period
Total Wait (Email)Total time spent waiting for an email during reporting period

Chat Fields

FieldDescription
Avg Abandon Time (Chat)Average time in reporting period in which the customer abandoned a chat
Avg After Interaction Work Time (Chat)Average time agents spent in After Interaction Work for chats during reporting period
Avg Handle Time (Chat)Average time agents spent handling chats during reporting period
Avg Queue Wait Time (Chat)Average wait time in reporting period for a chat to be On Queue
Avg Talk Time (Chat)Average time spent interacting in a chat during reporting period
Interactions over SLA (Chat)Number of chats during reporting period which were over Service-Level Agreement (SLA)
Queue Wait Time (Chat)Total wait time in reporting period that a chat is On Queue
Service Level, % (Chat)Percent of chats which meet the contact center's service level target
Total Abandon Time (Chat)Total time in reporting period in which the customer abandoned a chat
Total After Interaction Work Time (Chat)Total time agents spent in After Interaction Work for chats during reporting period
Total Handle Time (Chat)Total time agents spent handling chats during reporting period
Total Interactions Abandoned (Chat)Total number of Chats in reporting period which were abandoned
Total Interactions Answered (Chat)Total number of Chats in reporting period which were answered
Total Interactions Received (Chat)Total number of Chats received in reporting period
Total Outbound (Chat)Total number of Outbound Emails made during reporting period
Total Talk Complete (Chat)Total number of completed chats during reporting period
Total Talk Time (Chat)Total time spent interacting in a chat during reporting period
Total Wait (Chat)Total time spent waiting for a chat response during reporting period

Agent Reports

Misc. Fields

FieldDescription
Available TimeTotal time with 'Available' status
Away TimeTotal time with 'Away' status
Break TimeTotal time with 'Break' status
Busy TimeTotal time with 'Busy' status
Idle TimeTotal time with 'Idle' status
Interacting TimeTotal time with Interacting with customer
Meal TimeTotal time with 'Meal' status
Meeting TimeTotal time with 'Meeting' status
Not Responding TimeTotal time with 'Not Responding' status
Offline TimeTotal time with 'Offline' status
On Queue TimeTotal time On Queue
Training TimeTotal time with 'Training' status

Call Fields

FieldDescription
Avg After Interaction Work Time (Call)Average time an agent spent in After Interaction Work for calls during reporting period
Avg Handle Time (Call)Average time an agent spent handling calls during reporting period
Avg Queue Wait Time (Call)Average wait time in reporting period for an agent to leave a call On Queue
Avg Talk Time (Call)Average time that an agent spent interacting in a call during reporting period
Avg Hold Time (Call)Average time that an agent spent on hold in a call during reporting period
Queue Wait Time (Call)Total wait time in reporting period for an agent to leave a call On Queue
Total After Interaction Work Time (Call)Total time an agent spent in After Interaction Work for calls during reporting period
Total Handle Time (Call)Total time an agent spent handling calls during reporting period
Total Interaction Answered (Call)Total number of calls answered by an agent
Total Outbound (Call)Total number of Outbound Calls made by an agent during reporting period
Total Talk Time (Call)Total time spent interacting in a call by an agent during reporting period
Total Hold Time (Call)Total time spent on hold in a call by an agent during reporting period
Total Wait (Call)Total time spent waiting for a call by an agent during reporting period

Email Fields

FieldDescription
Avg After Call Work Time (Email)Average time an agent spent in After Interaction Work for emails during reporting period
Avg Handle Time (Email)Average time an agent spent handling emails during reporting period
Avg Queue Wait Time (Email)Average wait time in reporting period for an agent to leave an email On Queue
Avg Talk Time (Email)Average time that an agent spent interacting in an email during reporting period
Queue Wait Time (Email)Total wait time in reporting period for an agent to leave an email On Queue
Total After Call Work Time (Email)Total time an agent spent in After Interaction Work for emails during reporting period
Total Handle Time (Email)Total time an agent spent handling emails during reporting period
Total Interactions Answered (Email)Total number of emails answered by an agent
Total Outbound (Email)Total number of Outbound Emails made by an agent during reporting period
Total Talk Time (Email)Total time spent interacting on an email by an agent during reporting period
Total Wait (Email)Total time spent waiting for a email by an agent during reporting period

Chat Fields

FieldDescription
Avg After Interaction Work Time (Chat)Average time an agent spent in After Interaction Work for Chats during reporting period
Avg Handle Time (Chat)Average time an agent spent handling Chats during reporting period
Avg Queue Wait Time (Chat)Average wait time in reporting period for an agent to leave a chat On Queue
Avg Talk Time (Chat)Average time that an agent spent interacting in a chat during reporting period
Queue Wait Time (Chat)Total wait time in reporting period for an agent to leave a chat On Queue
Total After Interaction Wait Time (Chat)Total time an agent spent in After Interaction Work for Chats during reporting period
Total Handle Time (Chat)Total time an agent spent handling Chats during reporting period
Total Interactions Answered (Chat)Total number of chats answered by an agent
Total Outbound (Chat)Total number of Outbound Chats made by an agent during reporting period
Total Talk Time (Chat)Total time spent interacting on a chat by an agent during reporting period
Total Wait (Chat)Total time spent waiting for a chat by an agent during reporting period

Agents Report (With ACD / Non-ACD fields)

Misc. Fields

FieldDescription
Available TimeTotal time with 'Available' status
Away TimeTotal time with 'Away' status
Break TimeTotal time with 'Break' status
Busy TimeTotal time with 'Busy' status
Idle TimeTotal time with 'Idle' status
Interacting TimeTotal time with Interacting with customer
Meal TimeTotal time with 'Meal' status
Meeting TimeTotal time with 'Meeting' status
Not Responding TimeTotal time with 'Not Responding' status
Offline TimeTotal time with 'Offline' status
On Queue TimeTotal time On Queue
Training TimeTotal time with 'Training' status

Call Fields

FieldDescription
Total Interactions Answered - ACD (Call and Email)Total number of ACD calls and emails answered during reporting period
Total Interactions Answered - Non-ACD (Call and Email)Total number of Non-ACD calls and emails answered during reporting period
Avg After Interaction Work Time - ACD (Call)Average time agents spent in After Interaction Work for ACD calls during reporting period
Avg After Interaction Work Time - Non-ACD (Call)Average time agents spent in After Interaction Work for Non-ACD calls during reporting period
Avg Handle Time - ACD (Call)Average time agents spent handling ACD calls during reporting period
Avg Handle Time - Non-ACD (Call)Average time agents spent handling Non-ACD calls during reporting period
Avg Hold Time - ACD (Call)Average time that agents spent on hold in ACD calls during reporting period
Avg Hold Time - Non-ACD (Call)Average time that agents spent on hold in Non-ACD calls during reporting period
Avg Queue Wait Time (Call)Average wait time in reporting period for a call to be On Queue
Avg Talk Time - ACD (Call)Average time spent interacting in ACD calls during reporting period
Avg Talk Time - Non-ACD (Call)Average time spent interacting in Non-ACD calls during reporting period
Queue Wait Time (Call)Total wait time in reporting period that a call is On Queue
Total After Interaction Work Time - ACD (Call)Total time agents spent in After Interaction Work for ACD calls during reporting period
Total After Interaction Work Time - Non-ACD (Call)Total time agents spent in After Interaction Work for Non-ACD calls during reporting period
Total Handle Time - ACD (Call)Total time agents spent handling ACD calls during reporting period
Total Handle Time - Non-ACD (Call)Total time agents spent handling Non-ACD calls during reporting period
Total Hold Time - ACD (Call)Total time that agents spent on hold in ACD calls during reporting period
Total Hold Time - Non-ACD (Call)Total time that agents spent on hold in Non-ACD calls during reporting period
Total Interactions Answered - ACD (Call)Total number of ACD calls answered during reporting period
Total Interactions Answered - Non-ACD (Call)Total number of Non-ACD calls answered during reporting period
Total Outbound - ACD (Call)Total number of Outbound ACD Calls made during reporting period
Total Outbound - Non-ACD (Call)Total number of Outbound Non-ACD Calls made during reporting period
Total Talk Time - ACD (Call)Total time spent interacting in ACD calls during reporting period
Total Talk Time - Non-ACD (Call)Total time spent interacting in Non-ACD calls during reporting period
Total Wait - ACD (Call)Total wait time until an ACD call is answered during reporting period
Total Wait - Non-ACD (Call)Total wait time until a Non-ACD call is answered during reporting period

Email Fields

FieldDescription
Avg After Interaction Work Time - ACD (Email)Average time agents spent in After Interaction Work for ACD Emails during reporting period
Avg After Interaction Work Time - Non-ACD (Email)Average time agents spent in After Interaction Work for Non-ACD Emails during reporting period
Avg Handle Time - ACD (Email)Average time agents spent handling ACD Emails during reporting period
Avg Handle Time - Non-ACD (Email)Average time agents spent handling Non-ACD Emails during reporting period
Avg Queue Wait Time (Email)Average wait time in reporting period for an Email to be On Queue
Avg Talk Time - ACD (Email)Average time spent interacting in ACD Emails during reporting period
Avg Talk Time - Non-ACD (Email)Average time spent interacting in Non-ACD Emails during reporting period
Queue Wait Time (Email)Total wait time in reporting period that an Email is On Queue
Total After Interaction Work Time - ACD (Email)Total time agents spent in After Interaction Work for ACD Emails during reporting period
Total After Interaction Work Time - Non-ACD (Email)Total time agents spent in After Interaction Work for Non-ACD Emails during reporting period
Total Handle Time - ACD (Email)Total time agents spent handling ACD Emails during reporting period
Total Handle Time - Non-ACD (Email)Total time agents spent handling Non-ACD Emails during reporting period
Total Interactions Answered - ACD (Email)Total number of ACD Emails answered during reporting period
Total Interactions Answered - Non-ACD (Email)Total number of Non-ACD Emails answered during reporting period
Total Outbound (Email)Total number of Outbound Emails made during reporting period
Total Talk Time - ACD (Email)Total time spent interacting in ACD Emails during reporting period
Total Talk Time - Non-ACD (Email)Total time spent interacting in Non-ACD Emails during reporting period
Total Wait - ACD (Email)Total wait time until an ACD Email is answered during reporting period
Total Wait - Non-ACD (Email)Total wait time until a Non-ACD Email is answered during reporting period

Chat Fields

FieldDescription
Avg After Interaction Work Time - ACD (Chat)Average time agents spent in After Interaction Work for ACD Chats during reporting period
Avg After Interaction Work Time - Non-ACD (Chat)Average time agents spent in After Interaction Work for Non-ACD Chats during reporting period
Avg Handle Time - ACD (Chat)Average time agents spent handling ACD Chats during reporting period
Avg Handle Time - Non-ACD (Chat)Average time agents spent handling Non-ACD Chats during reporting period
Avg Queue Wait Time (Chat)Average wait time in reporting period for a Chat to be On Queue
Avg Talk Time - ACD (Chat)Average time spent interacting in ACD Chats during reporting period
Avg Talk Time - Non-ACD (Chat)Average time spent interacting in Non-ACD Chats during reporting period
Queue Wait Time (Chat)Total wait time in reporting period that a Chat is On Queue
Total After Interaction Work Time - ACD (Chat)Total time agents spent in After Interaction Work for ACD Chats during reporting period
Total After Interaction Work Time - Non-ACD (Chat)Total time agents spent in After Interaction Work for Non-ACD Chats during reporting period
Total Handle Time - ACD (Chat)Total time agents spent handling ACD Chats during reporting period
Total Handle Time - Non-ACD (Chat)Total time agents spent handling Non-ACD Chats during reporting period
Total Interactions Answered - ACD (Chat)Total number of ACD Chats answered during reporting period
Total Interactions Answered - Non-ACD (Chat)Total number of Non-ACD Chats answered during reporting period
Total Outbound (Chat)Total number of Outbound Chats made during reporting period
Total Talk Time - ACD (Chat)Total time spent interacting in ACD Chats during reporting period
Total Talk Time - Non-ACD (Chat)Total time spent interacting in Non-ACD Chats during reporting period
Total Wait - ACD (Chat)Total wait time until an ACD Chat is answered during reporting period
Total Wait - Non-ACD (Chat)Total wait time until a Non-ACD Chat is answered during reporting period

Queues By Agent Report

Call Fields

FieldDescription
Avg After Interaction Work Time (Call)Average time agents spent in After Interaction Work for calls during reporting period
Avg Handle Time (Call)Average time agents spent handling calls during reporting period
Avg Queue Wait Time (Call)Average wait time in reporting period for a call to be On Queue
Avg Talk Time (Call)Average time spent interacting in a call during reporting period
Avg Hold Time (Call)Average time spent on hold in a call during reporting period
Interactions Transferred (Call)Number of calls during reporting period which were transferred
Queue Wait Time (Call)Total wait time in reporting period that a call is On Queue
Service Level, % (Call)Percent of calls which meet the contact center's service level target
Total After Interaction Work Time (Call)Total time agents spent in After Interaction Work for calls during reporting period
Total Handle Time (Call)Total time agents spent handling calls during reporting period
Total Interactions Answered (Call)Total number of Calls in reporting period which were Answered
Total Outbound (Call)Total number of Outbound Calls made during reporting period
Total Talk Complete (Call)Total number of completed calls during reporting period
Total Talk Time (Call)Total time spent interacting in a call during reporting period
Total Hold Time (Call)Total time spent on hold in a call during reporting period
Total Wait (Call)Total wait time until a call is answered during reporting period

Email Fields

FieldDescription
Avg After Interaction Work Time (Email)Average time agents spent in After Interaction Work for Emails during reporting period
Avg Handle Time (Email)Average time agents spent handling Emails during reporting period
Avg Queue Wait Time (Email)Average wait time in reporting period for an Email to be On Queue
Avg Talk Time (Email)Average time spent interacting in an Email during reporting period
Queue Wait Time (Email)Total wait time in reporting period that an Email is On Queue
Service Level, % (Email)Percent of Emails which meet the contact center's service level target
Total After Interaction Work Time (Email)Total time agents spent in After Interaction Work for Emails during reporting period
Total Handle Time (Email)Total time agents spent handling Emails during reporting period
Total Interactions Answered (Email)Total number of Emails in reporting period which were Answered
Total Outbound (Email)Total number of Outbound Emails made during reporting period
Total Talk Complete (Email)Total number of completed email chains during reporting period
Total Talk Time (Email)Total time spent interacting in an Email during reporting period
Total Wait (Email)Total wait time until an Email is answered during reporting period

Chat Fields

FieldDescription
Avg After Interaction Work Time (Chat)Average time agents spent in After Interaction Work for Chats during reporting period
Avg Handle Time (Chat)Average time agents spent handling Chats during reporting period
Avg Queue Wait Time (Chat)Average wait time in reporting period for a Chat to be On Queue
Avg Talk Time (Chat)Average time spent interacting in a Chat during reporting period
Queue Wait Time (Chat)Total wait time in reporting period that a Chat is On Queue
Service Level, % (Chat)Percent of Chats which meet the contact center's service level target
Total After Interaction Work Time (Chat)Total time agents spent in After Interaction Work for Chats during reporting period
Total Handle Time (Chat)Total time agents spent handling Chats during reporting period
Total Interactions Answered (Chat)Total number of Chats in reporting period which were Answered
Total Outbound (Chat)Total number of Outbound Chats made during reporting period
Total Talk Complete (Chat)Total number of completed chats during reporting period
Total Talk Time (Chat)Total time spent interacting in a Chat during reporting period
Total Wait (Chat)Total wait time until a Chat is answered during reporting period

Abandoned Calls Report

FieldDescription
NumberThe phone number of the caller which abandoned
QueueThe name of the queue that was abandoned
Time to AbandonThe time until the queue was abandoned

Attributes Report

All custom attributes become available for reporting as part of the Attributes Report type.

Currently, this type of report is available for Genesys Cloud only.

Secondary Status Report

Omni Intelligence provides the ability to report on the Custom Presence status fields. The Custom Presence statuses will appear as available fields for selection when the Secondary Status report type is selected.

Currently, this type of report is available for Genesys Cloud only.

Agent Activity Report

Agent Activity Report is available on demand and provides detailed information on agent log-in, log-off, break and other statuses that are normally used to track agent's activity throughout the shift.

Contact us for more information on Agent Activity reporting.

MPT Data Fields

Realtime Fields

Field NameDescription
Agents WaitingNumber of simulated agents waiting for call
Live CallsNumber of currently live calls
Avg Packet Failed 5 min, %Average Percent of Packets failed in a test case in the past 5 minutes
Min Packet Failed 5 min, %Minimum Percent of Packets failed in a test case in the past 5 minutes
Max Packet Failed 5 min, %Maximum Percent of Packets failed in a test case in the past 5 minutes
Avg Packet Loss 5 min, %Average Percent of Packet Loss in a test case in the past 5 minutes
Min Packet Loss 5 min, %Minimum Percent of Packet Loss in a test case in the past 5 minutes
Max Packet Loss 5 min, %Maximum Percent of Packet Loss in a test case in the past 5 minutes
Avg Packet Skipped 5 min, %Average Percent of Packets skipped in a test case in the past 5 minutes
Min Packet Skipped 5 min, %Minimum Percent of Packets skipped in a test case in the past 5 minutes
Max Packet Skipped 5 min, %Maximum Percent of Packets skipped in a test case in the past 5 minutes

All other fields available for Test Results Reports can also be made available on MPT realtime displays.

Many of these fields can also be displayed on a 'Per Hour' basis.

Call Detail Records Report

Field NameDescription
Start TimeDate and Time the call was placed to the IVR (in the local timezone)
Establish TimeDate and Time the call was answered by the IVR (in the local timezone)
Time to Greeting, secTime from the start of the call and the 'welcome IVR greeting' prompt was first heard
End TimeDate and Time when the call got terminated by either a caller or the IVR (in the local timezone)
Duration, secTotal duration of the call in sec, also used for billing
Nbr Nodes TraversedThe number of IVR menu options the call traversed before termination
Last Routing NodeThe name of the last IVR Scenario Node the call traversed
RejectedEither True or False depending on whether the call was rejected in the first place
DroppedEither True or False depending on whether the call was dropped or not
AbortedEither True of False depending on whether the call was aborted or not
Session NameName of the monitoring / test session that the call was made under
Scenario NameThe name of the scenario that placed this call
Test Case NameThe name of the test case that placed this call
Termination StatusCan be either 'Success' or 'Failed' depending on how the call ended
ErrorContains the error message if the Termination Status is 'Failed' explaning the reason

Failed Calls Report

Field NameDescription
Start TimeDate and Time the call was placed to the IVR (in the local timezone)
Establish TimeDate and Time the call was answered by the IVR (in the local timezone)
Time to Greeting, secTime from the start of the call and the 'welcome IVR greeting' prompt was first heard
End TimeDate and Time when the call got terminated by either a caller or the IVR (in the local timezone)
Duration, secTotal duration of the call in sec, also used for billing
Nbr Nodes TraversedThe number of IVR menu options the call traversed before termination
Last Routing NodeThe name of the last IVR Scenario Node the call traversed
RejectedEither True or False depending on whether the call was rejected in the first place
DroppedEither True or False depending on whether the call was dropped or not
Session NameName of the monitoring / test session that the call was made under
Scenario NameThe name of the scenario that placed this call
Test Case NameThe name of the test case that placed this call
Vendor IDVendor ID of the call. Only for supported platforms such as Genesys PureCloud
ErrorContains the error message if the Termination Status is 'Failed' explaning the reason

IVR Traversal Summary Report

The summary report provides statistics on every IVR destination that the scenario test cases traversed, including Queue and Agent in case of end-to-end scenarios.

Field NameDescription
Calls ReachedNumber of calls reached a specific destination
Calls Reached, %The percentage is calculated against the total number of calls made
Calls DroppedNumber of calls that were unexpectedly hung up on at a specific destination
Calls Dropped, %The percentage is calculated against the total number of calls that have reached the destination
Calls AbortedThe number of calls that got terminated due to manual termination of the scenario
Calls Aborted, %The percentage is calculated against the total number of calls that have reached the destination
Calls SucceededTotal number of calls that have successfully reached a specific destination
Calls Succeeded, %The percentage is calculated against the total number of calls that have reached the destination
Calls TimeoutedTotal number of calls that failed to detect the expected audio prompt from the IVR at a specific destination
Calls Timeouted, %The percentage is calculated against the total number of calls that have reached the destination
Routing Time (Avg), secTime between DTMF and the first audio heard (for Wait for Prompt or Wait for Sound only). For Entry - time between Establish and first audio
Routing Time (Min), secTime between DTMF and the first audio heard (for Wait for Prompt or Wait for Sound only). For Entry - time between Establish and first audio
Routing Time (Max), secTime between DTMF and the first audio heard (for Wait for Prompt or Wait for Sound only). For Entry - time between Establish and first audio
Audio Quality (Avg), %Only for 'Wait for Prompt' calls
Audio Quality (Min), %Only for 'Wait for Prompt' calls
Audio Quality (Max), %Only for 'Wait for Prompt' calls

Test Case Summary Report

The report provides a succinct summary on each test case across all its iterations.

Field NameDescription
Pass CountTotal number of test case interations that passed
Fail CountTotal number of test case iterations that failed
Abort CountTotal number of test case iterations that were manually aborted
TotalThe sum of pass + fail + abort counts

Test Case Detail Report

Field NameDescription
Start TimeStart time of test case execusion (local time zone)
End TimeEnd time of test case execusion (local time zone)
Duration, secThe total duration of test case execution in seconds
Session NameName of session that the scenario was running in
Scenario NameName of scenario the test case belongs to
Test Case NameName of the test case
Termination StatusCan be either "Pass", "Fail" or "Abort"
ErrorContains the error message if the Termination Status is 'Failed' explaning the reason
  • Overview
  • Realtime Analytics Data Fields
  • Historical Data Fields for Reporting
    • Queues Report
    • Agent Reports
    • Agents Report (With ACD / Non-ACD fields)
    • Queues By Agent Report
    • Abandoned Calls Report
    • Attributes Report
    • Secondary Status Report
    • Agent Activity Report
  • MPT Data Fields
    • Realtime Fields
    • Call Detail Records Report
    • Failed Calls Report
    • IVR Traversal Summary Report
    • Test Case Summary Report
    • Test Case Detail Report
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Automatic IVR MappingIVR MonitoringIVR Load / Performance Testing
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